DESKTOP SUPPORT ENGINEERS L2 SAUDI NATIONAL

The Desktop L2 Support Engineer provides advanced technical support for desktops laptops mobile devices and peripherals. This role involves resolving escalated issues from Level 1 support performing system upgrades managing IT security protocols and collaborating with other IT teams to ensure smooth technology operations.

KEY RESPONSIBILITIES:

• Advanced Troubleshooting:
  • Resolve complex hardware software and network issues escalated from L1 support.
  • Diagnose and fix problems related to operating systems applications and connectivity.
• System Management:
  • Install configure and upgrade operating systems and applications.
  • Manage desktop imaging solutions.
  • Support Active Directory Group Policy and Exchange configurations.
• Security & Compliance:
  • Assist in antivirus management encryption and patching.
  • Ensure compliance with IT security standards.
  • Collaboration & Escalation: Work closely with L1 support system administrators and network engineers.
  • Escalate unresolved issues to L3 teams and vendors when necessary.
• Documentation & Training:
  • Maintain detailed records of support activities and resolutions.
  • Create knowledge base articles and technical documentation.
  • Mentor and train L1 support staff.
• Project Participation:
  • Contribute to IT projects system upgrades and technology rollouts.
  • Support IT asset management and software license tracking.

QUALIFICATIONS:

• Education:
  • Associate or bachelors degree in IT Computer Science or related field.
• Experience:
  • 24 years in desktop or IT support roles with escalation experience.
• Technical Proficiency:
  • Windows and macOS environments.
  • Microsoft 365 Active Directory DNS DHCP VPN.
  • Remote desktop tools and ticketing systems (e.g. ServiceNow Jira).
  • Basic scripting (PowerShell Bash) is a plus.
• Soft Skills:
  • Strong communication and analytical skills.
  • Ability to work independently and in cross-functional teams.
  • Customer-focused with a proactive approach.

Vertical
Technology